Service Manager

Allied Universal; Lombard (IL); On-site; USD 90,000 - 125,000; Full time

Benefits offered by this job

Company vehicle & gas card

Bonus potential (up to 20%)

Competitive benefits package

Paid holidays & vacation

Job summary

Allied Universal Technology Services is seeking a Regional Service Manager to lead regional service staff, drive service delivery, and ensure contract compliance and SLA adherence. You will collaborate with the Service Director and other departments to optimize field operations and customer satisfaction.

The role requires strong leadership, planning, and communication skills, with a focus on performance management and strategic growth across the region.

Qualifications

• High school diploma or equivalent required; associate’s or bachelor’s degree preferred.
• 3–5 years of experience in Engineering, Project Management or as a Sr. Field Technician.
• Equivalent combination of education or experience considered.
• Multiple Industry and Manufacturer Certifications preferred.
• Valid state driver’s license required.
• Proficient with MS Office Suite (Teams, Excel, Outlook, PowerPoint, Project, SharePoint, Word).
• Ability to manage multiple tasks and meet deadlines.
• Strong planning and reporting skills.
• Excellent verbal, written communication and follow-up skills.
• Strong analytical and decision-making abilities.

Responsibilities

• Supervise service engagements and retention for all service work.
• Plan, organize, manage, schedule, and control daily service activities.
• Support hiring, recruiting, retention and training needs for service staff.
• Promote a service organization focused on customer satisfaction and growth.
• Set development plans for direct reports and assist with salary management.
• Monitor field staff performance and escalate issues as needed.
• Coordinate with departments related to service activities.
• Work with installation team on Install-to-Service turnovers.
• Develop manpower schedules to ensure contract compliance and SLA adherence.
• Address customer satisfaction issues and drive resolutions.

Skills

Leadership

Communication

Planning & Reporting

Analytical & Decision-making

Self-motivation & Influence

Remote Troubleshooting

Education

High school diploma or equivalent

Associate/Bachelor's preferred

Industry Certifications preferred

Tools

MS Office Suite

Job description

Company Overview:

Join Allied Universal® Technology Services, a global leader in transforming the security industry. We integrate advanced technology — video surveillance, electronic access control, alarm monitoring and augmented solutions with physical security to help people feel safe. Whether you’re an installation technician, service technician, engineer, or project manager, you’ll discover rewarding opportunities to grow your career as part of a valued team.

The Regional Service Manager is responsible for providing leadership and direction to assigned regional service staff and implementing action plans. The Service Manager manages the overall execution and performance of the field service staff and ensures branch goals and objectives are met. Goals and objectives are aligned with the Regional Service Director and the National Services Organization in terms of supervising employees to ensure schedules are maintained and service responses proceed according to plans, contracts, MSA, schedules and cost estimates. The regional Service Manager will work in accordance with the organization’s office policies and procedures, keeping in mind the overall core values of Allied Universal Technology Services.

RESPONSIBILITIES

• Supervises the activities and performance of all service customer engagements and retention for all service work. Provides technical support, expertise, leadership, and accountability for service technician staff and customers in assigned geographic area or location.
• Plans, organizes, manages, schedules, and controls all daily service activities.
• Supports the Service Director in all hiring, recruiting, retention and training needs for service staff.
• Supports the Service Director in building and maintaining an effective service organization committed to customer and employee satisfaction and profitable growth.
• Establishes goals and development plans for all direct reports. Evaluates employee performance and works with the Service Director on salary management.
• Supervises performance of field service staff and responds to escalated issues in field and internally escalates issues as needed.
• Communicate management directives to field staff and ensure compliance (WFS, Safety, etc.)
• Coordinate and liaise with all departments related to service activities.
• Works with installation team on Install-to-Service turnovers.
• Develops manpower schedules and loading to ensure contract compliance and prompt service delivery and SLA/Metric Compliance.
• Follows up on customer satisfaction issues and drives resolution.
• Engage company resources to resolve customer issues outside of service contract scope.
• Promotes the securing of MAC and new service contracts.
• Firstline support & guidance for newer and all technical staff.
• Responsible for maintaining effective customer communications and to ensure contractual obligations are fulfilled while quickly resolving customer complaints concerning service issues, thereby minimizing customer concerns, and enhancing customer relations.
• Ensure that fair and effective performance measures are assigned, and that employees are motivated to achieve and / or exceed their assigned goals and objectives utilizing sound management tools and practices.

QUALIFICATIONS

• High school diploma or equivalent is required; Associate’s or bachelor’s degree preferred
• 3 – 5 years of experience in Engineering, Project Management or as a Sr. Field Technician (techniques & tools)
• An equivalent combination of education or experience will be considered.
• Multiple Industry and Manufacturer Certifications are preferred.
• Possession of valid state issued driver’s license required
• Proficient with MS Office Suite (Teams, Excel, Outlook, PowerPoint, Project, SharePoint, and Word)
• Ability to establish and maintain effective working relationships with both internal and external customers.
• Must be able to manage multiple tasks while meeting strict deadlines.
• Must be detail-oriented and organized.
• Strong, planning and reporting skills.
• Possess excellent verbal, written communication and follow-up skills.
• Strong analytical and decision-making abilities.
• Self-motivated with the ability to motivate and influence others.
• Possess the ability to remotely troubleshoot technical electronic and software-based issues.
• Ability to manipulate, navigate and utilize electronic web-based service tools to manage all facets of service delivery/productivity/efficiency.

BENEFITS

• Salary range: $90,000 - $125,000 annual + 20% annual bonus potential + company vehicle and gas card
• Medical, dental, vision, retirement plan, basic life, AD&D, and disability insurance
• Eight paid holidays annually, five sick days, and four personal days
• Vacation time is offered at an accrual rate of 3.08 hours biweekly. Unused vacation is only paid out where required by law.

Allied Universal® is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race/ethnicity, age, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, protected veteran status or relationship/association with a protected veteran, or any other basis or characteristic protected by law. For more information: www.aus.com